OKX withdrawal appeal entry is in the Help Center of the app and website, typically initiated through [Live Chat] or [Submit a Ticket]. Specific locations: In the app, go to [My] → [Help Center] → [Live Chat] or [Submit Issue]; on the website, click the "Live Chat" icon at the bottom right or go to [Help Center] → [Submit a Ticket].
Note that appealing and contacting support are two distinct actions. C2C order disputes usually go through the [Appeal] button on the order details page, while issues like account risk control and abnormal withdrawal statuses are best handled by submitting a ticket via the Help Center.
Prerequisites
- Logged into your OKX account (if login is restricted, you can submit a ticket via your registered email).
- Clear understanding of the type of issue to appeal (withdrawal not received, wrong withdrawal address, account restricted, etc.).
- Access to the registered email and linked phone number (for receiving ticket replies and verification).
Entry 1: Accessing the Appeal Channel via the App
This is the primary entry, allowing direct contact with support.
Open the OKX App, tap [My] at the bottom right → [Help Center]. At the bottom or top right of the Help Center page, find the [Live Chat] or [Submit Issue] entry.
After describing your issue via Live Chat, the agent may create a ticket for you, and you will receive a ticket number.
Completion standard: You have entered the chat interface with support or successfully submitted an issue ticket and obtained a number.
Entry 2: Submitting a Ticket on the Website
Suitable for complex situations where detailed screenshots and attachments are needed.
Log in to the OKX official website (okx.com) and click the "Live Chat" icon at the bottom right of the page. Alternatively, go to [Help Center] → [Submit a Ticket], select the issue type (e.g., "Withdrawal" or "Account"), enter your registered email, describe the issue, and submit.
Completion standard: Submission successful, the system generates a ticket number and sends it to your registered email.
What Materials to Prepare in Advance
Common appeal types and material checklists:
Case A: Withdrawal Not Received (Confirmed on-chain but not received by the destination)
- TxID (Transaction hash, found in withdrawal records).
- Withdrawn currency, amount, and time.
- Receiving platform's wallet address or UID.
- Screenshot of the transaction's "Success" status on the block explorer.
Case B: Wrong Withdrawal Address or Wrong Network Selected
- TxID.
- Incorrectly entered receiving address or network name (e.g., selected BSC but needed ERC20).
- Proof of ownership of the receiving address (if you can prove it belongs to you).
- In some cases, identity verification documents may be required.
Case C: Account Restricted by Risk Control
- Identity information of the account's KYC holder.
- Source of funds proof or address ownership verification video as requested.
- Screenshots of relevant transaction records.
Case D: Wrong UID Transfer (Sent to another user within the platform)
- Recipient UID (if known).
- Withdrawal reference number, amount, time.
- Note: This type of appeal cannot force a reversal; the recipient must cooperate to return the funds.
Common Reasons for Failure
Providing an incorrect TxID, choosing the wrong network, or submitting incomplete screenshots when filing a ticket. Such mistakes will directly cause the ticket to be returned for additional information, delaying processing. All screenshots must include the complete address and transaction status.
Risk Reminder
After submitting a ticket, the only official communication channels are the ticket page itself and your registered email. Do not trust anyone claiming to be OKX staff who contacts you via private messages, social media groups, or phone calls to "expedite your case". Official representatives will never ask for your password or SMS verification code. Ticket processing typically responds within 2–24 hours; complex cases may take 1–3 business days.
Verification After Submission
After submitting a ticket, wait for a confirmation email at your registered address. You can check the ticket status in the app under [My] → [Help Center] or in the website's ticket system. When the status shows "Resolved" or you receive an official email clearly stating the outcome, the appeal process is complete. If you do not receive any reply within 24 hours, follow up via Live Chat with your ticket number. Verification channels: OKX App/website ticket system and registered email.
